Bulk Action - Resolve Please can category be made mandatory

[MichelleReaney]

When using the actions button in the request list to resolve multiple tickets at once users are able to resolve them without selecting a category.

Please can this be made a mandatory field?

[Steve Giller]

I've tagged this as an Enhancement request for you.

Please note that this does not mean it will automatically be added to the list, however it does mean that the Developers will see this and consider it.

[HHH]

+1 since we have it mandatory on a request b request basis

[Steve Giller]

@HHH How would you envisage this working when the User has selected 5 Requests - 2 with a mandatory Category, 2 with an optional Category, and 1 where having a Category simply doesn't make sense?

[MichelleReaney]

On 2/16/2023 at 10:46 AM, Steve Giller said:

@HHH How would you envisage this working when the User has selected 5 Requests - 2 with a mandatory Category, 2 with an optional Category, and 1 where having a Category simply doesn't make sense?

We only use it to bulk resolve tickets where the resolution would be the same for example if we get a lot of alerts from our monitoring software related to a site outage it would be too timely to link them all then resolve but some people don't fill in the category which leaves us with blank resolutions in our reporting. 

I did not think about the fact that some businesses might not have the resolution category as a mandatory field in general and then use this to resolve different types of ticket in bulk with no category. 

 

[HHH]

On 2/16/2023 at 11:46 AM, Steve Giller said:

@HHH How would you envisage this working when the User has selected 5 Requests - 2 with a mandatory Category, 2 with an optional Category, and 1 where having a Category simply doesn't make sense?

@Steve GillerPoint taken.

[Steve Giller]

@HHH It is a genuine question - if you have Categories mandatory or not on a request by request basis this is a hurdle to overcome if we're looking into creating this functionality, so if you have details on how this would work for you it helps the Developers build the concept.

[HHH]

@Steve GillerSince everything we handle in bulk tend to be connected to the same service and request type, I don't have a solution for this. Thus my previous answer.
 

[Steve Giller]

@HHH @MichelleReaney So if the option was limited to a selection that was always the same Service/Request Type this would work for both of you?

The issue I raised would only affect Instances where the option to bulk select across Services/Request Types.

[HHH]

@Steve GillerHaving that kind of limit on "mandatoryness" would work for us

[MichelleReaney]

On 2/17/2023 at 3:10 PM, Steve Giller said:

@HHH @MichelleReaney So if the option was limited to a selection that was always the same Service/Request Type this would work for both of you?

The issue I raised would only affect Instances where the option to bulk select across Services/Request Types.

yes this would work for us too.